How to troubleshoot issues where Network Connect won't stay connected. (KB ID: KB9307)
| Article ID: | KB9307 |
|---|---|
| Former Article ID: | |
| Published: | Feb 07, 2008 |
| Last Modified: | Feb 07, 2008 |
| Visible By: | Employee, PTAC, Partner, Customer, Public |
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Synopsis
This article outlines troubleshooting issues with Network Connect disconnecting.
Problem
Users are experiencing sudden Network Connect session disconnects or hangups.
Solution
To view the flowchart for the steps listed below, select: KB9307 Flowchart
Use the following steps to assist with resolving issues with Network Connect disconnecting:
Does this affect One user or Many users? For assistance, see: KB9211 - How do I verify which users an issue is affecting?
- One User - Continue with Step 2
- Many Users - Skip to Step 3
Is the user currently on a supported platform? For additional information, consult: KB9212 - How do I know my client system meets the compatibility requirements to access the SSL VPN?
- Yes - Skip to 2a
- No - Resolve the requirements issues and try the connection again
- Have there been any recent network changes?
- No - Skip to Step 2b
- Yes - Refer to the following link for assistance: KB9258 - How do I verify that there haven't been any network changes?
- Does the role/realm settings work for other users?
- Yes - Skip to Step 2c
- No - Consult: KB9105 - How to verify the Role/Realm settings for Network Connect
- Has Network Connect client side logging been turned on?
- Yes - Skip to Step 2d
- No - Consult: KB9210 - How to turn on Network Connect client side logging
- Is a software firewall allowing the Network Connect traffic? Consult: KB9216 - How do I check that a client side software firewall is not preventing access
- Yes - Skip to Step 2e
- No - Modify or temporarily disable the software firewall to permit the Network Connect traffic, then try the connection again.
- Has a Network Connect clean uninstall and a reinstall been done?
- Yes - Skip to Step 10
- No - Consult: KB9081 - How to manually remove Network Connect
Are the users currently on a supported platform? For additional information, consult: KB9212 - How do I know my client system meets the compatibility requirements to access the SSL VPN?
- Yes - Skip to Step 4
- No - Resolve the requirements issues and try the connection again
Have there been any recent network changes?
- No - Skip to Step 5
- Yes - Refer to the following link for assistance: KB9258 - How do I verify that there haven't been any network changes?
Are the NCP settings correctly configured? For assistance, see: KB9283 - How do I verify the NCP settings?
- Yes - Skip to Step 6
- No - Correct the NCP settings and try the connection again.
Are the session timeout settings correct for the role? Consult: KB9284 - How do I verify role timeout settings?
- Yes - Skip to Step 7
- No - Correct the role timeout settings and try the connection again.
Is the Network Connect IP address assignment configured correctly? Consult: KB9285 - How do I verify that the Network Connect Connection Profile settings are correct
- Yes - Skip to Step 8
- No - Correct the IP address settings and try the connection again.
Has Network Connect client side logging been turned on?
- Yes - Skip to Step 9
- No - Consult: KB9210 - How to turn on Network Connect client side logging
Is a software firewall allowing the Network Connect traffic? Consult: KB9216 - How do I check that a client side software firewall is not preventing access
- Yes - Skip to Step 10
- No - Modify or temporarily disable the software firewall to permit the Network Connect traffic, then try the connection again.
Collect Network Connect logs and open a case with Juniper Technical Support. Refer to the following link to collect the Network Connect logs and open a case: KB9218 - How to collect the Network Connect logs when opening a case with Juniper Technical Support
Category Description
By Product » Hardware » SSL VPN
By Product » Software » Network Operating Systems » SSL VPN Software (IVE OS)
Purpose
Troubleshooting